Summary
The Channels Report helps you compare how your AI agent performs across different communication channels, such as text and voice. By viewing channel-specific metrics side by side, you can identify which channels drive the most engagement, deliver the best customer experience, and achieve the highest resolution rates.
Instructions
The Channels Report provides a detailed comparison of your active communication channels. It helps you understand how customers interact with your AI agent across different touchpoints and allows you to evaluate performance for each channel individually.
Use this report to:
Compare channel performance side by side
Measure conversation volume and engagement
Understand customer interaction patterns
Identify channels with higher resolution rates
Evaluate how effectively your AI handles conversations without human assistance
Review channel performance metrics
The report displays key metrics for each active channel, making it easy to compare performance across text, voice, and other supported channels.
1. Total conversations
Shows the total number of conversations handled by agent across channels during the selected reporting period.
2. Total duration
Shows the combined duration of all conversations across channels.
3. Average time per session
Shows the average length of a conversation from start to finish.
Longer sessions may indicate more detailed interactions, while shorter sessions may suggest quicker resolutions.
4. Average turns
Shows the average number of messages or exchanges between the customer and the AI agent before the conversation ends.
5. Resolution rate
Shows the percentage of conversations successfully resolved across channels.
A higher resolution rate generally indicates that the AI is effectively answering customer questions and completing requests without additional support.
6. Containment rate
Shows the percentage of conversations successfully handled by the AI agent without requiring escalation to a human team member.
A high containment rate indicates that the AI can independently manage a larger share of customer interactions, helping reduce support workload.
Tip: You can also view a detailed comparison table that shows channel performance side-by-side.
Use the report to identify opportunities
Comparing metrics across channels can help you:
Identify your highest-performing channels
Understand where customers prefer to engage
Spot channels with lower resolution or containment rates
Discover opportunities to improve AI training and customer experience
Make informed decisions about channel strategy and resource allocation
Regularly reviewing the Channels Report can help ensure your AI delivers a consistent experience across all customer touchpoints.